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Job Description
We're seeking a Technical Support Engineer to join our team and provide high-quality, enterprise-level technical support for our Restorepoint products.
About the Role:
- Provide technical support for our Restorepoint network configuration management tool
- Act as a Tier 2 escalation point for all customer issues
- Assist with all support cases during periods of heavy volume
- Lead support efforts for customers who have been determined to have Critical value
- Coordinate with Customer Success Managers to address any technical issues impacting a Customer's success
- Escalate software bugs or feature enhancements to our research, development, and product management teams
- Act as a subject matter expert in multiple areas of the product
- Autonomously work on projects and complex assignments with tangible results
- Proactively look for ways to improve processes and innovate the support experience
- Build relationships and partnerships with other Science Logic teams
- Mentor and train new team members
- Provide on-call and shift coverage as required
About You:
- Excellent analytical and communication skills
- Passionate about helping customers be successful with Restorepoint
- 3+ years prior experience in the support of complex, Linux-based enterprise software applications
- 3+ years Linux administration
- Familiarity with common administrative commands and scripting languages
- 3+ years networking experience
- Experience with firewalls, routers, packet sniffers, and general network fundamentals
- 2+ years MySQL, PostgreSQL, SQLite experience
- Familiarity with SNMP and server virtualization
- Ability to function effectively as Lead in escalated cases
- Ability to multi-task and manage multiple priorities
- Ability to diagnose and solve complex technical issues
About Science Logic:
We empower intelligent, automated IT operations, freeing up time and resources, and driving business outcomes with actionable insights.
Our AIOps platform sees broadly across clouds and on-premises, enabling business service visibility with relationship mapping, and workflow automation to eliminate manual tasks.
We're trusted by thousands of organizations across the globe, and our technology has been proven for scale by the world's largest service providers, enterprises, and government agencies.